Case Coordinator, Customer Care

22 hours ago

Downtown Core, Singapore Foot Locker Corporate Services, Inc. Full time

Coaching, supporting, and training the mentors to improve the handling time of escalated cases by further optimizing process and improving the overall knowledge of the team
- Responsible for monitoring and improving the quality of the interactions as perceived by the customers by simplifying processes where possible.
- Identifying misconduct and managing escalated issues through system and tool.
- Liaising with external and internal stakeholders to ensure communication, processes and escalations are well executed.
- Responsible for ensuring that all processes are up to date in the internal knowledge base as well as in all customer facing pre-defined communication templates.
- Works with agents, teams and (customer) feedback to review and optimize the knowledge base and online articles and process documentation.
- Manages all high level escalations and customer claims that are outside the normal service boundaries to ensure a correct and optimum resolution.
- Ad hoc duties assigned by manager

Qualifications:

- A keen influencer with a can do attitude, who is flexible and enjoys cross functional teamwork.
- Experienced in writing and creating process documentation that is both accurate as well as easy to comprehend.
- Experienced in knowledge monitoring and improvement methodologies.
- Bachelor degree or relevant working experience.
- 3+ years' experience or mentor role in (customer) service.
- Good understanding of contact center operations and KPIs.
- Able to operate in a fast paced, dynamic environment and able to work under pressure.
- Proven experience in staff coaching and development.
- Excellent written and verbal English communication skills.
- Proficient in Excel
- A team player with excellent interpersonal skills.

  • Case Coordinator, Customer Care

    1 week ago

    Downtown Core, Singapore Foot Locker Corporate Services, Inc. Full time

    Overview: This position is responsible for positively impacting the first call resolution of the customer service team. Managing the percentage of case that get escalated as well as the turn around and effort it requires to get 2nd and 3rd level escalations resolved. **Responsibilities**: - Coaching, support and train the mentors to improve the handling...

  • Case Manager

    1 week ago

    Downtown Core, Singapore Cigna Full time

    **Position Title**: Case Manager **Job Purpose**: To assess, plan, implement, coordinate, monitor and evaluate options and services to meet an individual’s health needs. Assistance may include such activities as providing clinical information regarding medical conditions or treatments, identifying providers and coordinating complex care plans. **Reports...

  • Customer Care Officer

    3 days ago

    Downtown Core, Singapore Tele-centre Services Pte Ltd Full time

    **Customer Care Officer - Support, Communicate, and Deliver Excellence!** Are you detail-oriented with strong communication skills? Do you have a passion for assisting businesses and ensuring a smooth customer experience? We are looking for a Customer Care Officer to support grant projects, assisting businesses with inquiries, case management, and written...

  • Nurse Case Manager Lead Analyst

    3 days ago

    Downtown Core, Singapore The Cigna Group Full time

    Cigna Healthcare is hiring **Native Japanese Speaking Registered Nurse.** This position through the case management process will promote the improvement of clinical outcomes to members and assist those members experiencing illness and injury. The Clinical Case Manager will assess, plan, implement, coordinate, monitor and evaluate options and services to...

  • Case Manager/Assistant Case Manager

    3 days ago

    Downtown Core, Singapore Thye Hua Kwan Moral Charities Full time $40,000 - $60,000 per year

    COMPANY DESCRIPTION THKMC was incorporated on 13 October 2011 as a charity to provide multiple social and welfare services to the community at large, and achieved an Institute of Public Character (IPC) status on 18 November 2011. THKMC is the charitable arm of Thye Hua Kwan Moral Society, which lives by the mission - To Serve Mankind - to help anyone who...

  • Senior Manager/Manager, Care Assessment

    2 weeks ago

    Downtown Core, Singapore Agency for Integrated Care Full time $120,000 - $180,000 per year

    Company description: The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people...

  • Assistant Manager, Mental Health Primary Care Development

    1 week ago

    Downtown Core, Singapore Agency for Integrated Care Pte Ltd Full time

    This role will support the Manager and HOD to work closely with internal and external stakeholders in strengthening the mental health capability plans for primary care providers to support early identification and co-management of chronic physical and mental health clients. Also, perform key programme manager to develop Mental Health in Primary Care...

  • Manager, Strategy

    3 days ago

    Downtown Core, Singapore Agency for Integrated Care Full time $90,000 - $120,000 per year

    Company description: The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people...

  • Senior Executive, Silver Guardian Volunteer Mgt

    3 days ago

    Downtown Core, Singapore Agency for Integrated Care Full time $90,000 - $120,000 per year

    Company description: The Agency for Integrated Care (AIC) aims to create a vibrant care community for people to live well and age gracefully. AIC coordinates and supports efforts in integrating care to achieve the best care outcomes for our clients. We reach out to caregivers and seniors with information on staying active and ageing well, and connect people...

  • Client Care Executive

    4 days ago

    Downtown Core, Singapore GEM Strategic Alliance Full time

    We are a leading insurance provider, and we are looking for a highly efficient and proactive Client Care Executive to join our team. As a Client Care Executive, you will be responsible for providing excellent customer service and ensuring that everything runs smoothly behind the scenes. You will be the go-to person for our sales team, providing them with the...